Setting the Standard: Italy’s Most Influential General Manager of 2025
In the heart of Venice, nestled within one of the city’s most peaceful and authentic neighborhoods, stands Hotel Heureka—a boutique luxury destination that captures the very essence of Venetian charm, heritage, and hospitality. At its helm is Andrea Penzo, a visionary leader whose passion for the industry, respect for tradition, and embrace of innovation have made him a standout figure in Italian hospitality.
For Roula Youssef Halabi, Senior Vice President of Global Fertility Services at CooperSurgical, the pursuit of excellence in healthcare has been a lifelong mission.
Born and raised in Lebanon, her formative years were influenced by a culture that valued resilience, adaptability, and community—qualities that would later define her leadership style. Roula’s journey from a trained midwife to leadership roles in the fertility industry is not only a testament to her unwavering commitment to the health of women, babies, and families – the very mission she strives toward at CooperSurgical – but her dedication to excellence in everything she does.
CooperSurgical is a fertility & women’s health company rooted in a dedication to upholding the highest standards and reaching new heights as a leader in the industry: a guiding principle with which Roula found perfect harmony. Since 2023, she has led the global fertility services business, placing paramount importance on excellent quality care for customers and their patients, around the world.
Read on for excerpts from our interview with Roula where she brings to light how she inspires excellence in her teams through passionate leadership and empowering others.
The Path to Leadership
My journey began in the delivery rooms, where I witnessed firsthand the complexities and joys of bringing new life into the world. My education and training as a midwife gave me a deep understanding of the human side of healthcare. However, I felt a pull toward broader challenges in leadership, particularly in the domain of infertility—a field often fraught with emotional and physical hurdles for patients.
I’ve always been driven by the desire to create meaningful change and impact. Transitioning from midwifery to the infertility world having the opportunity to see the business from different lenses, the lens of a patient and the lens of a customer where I was the COO for the largest fertility network in the Middle East, and the lens of a supplier allowed me to address not only the clinical aspects, but also the emotional and social dynamics, of building families, along with the innovation and advanced technology that ensure access to care and improve outcomes.
After a few years in the field, I transitioned into business, combining clinical expertise with strategic acumen. I now bring 24 years of global healthcare expertise and leadership experience to my role, including managing a quarter-billion-dollar P&L and leading M&A endeavors. My journey has also been shaped by effective collaboration within complex organizations, strategic goal-setting, and international expansion initiatives. My multilingual skills (English, French, and Arabic) and dual nationalities (Lebanese and American) have enriched my ability to navigate diverse markets and cultures.
Staying Motivated in a Dynamic Role
For me, motivation stems from my dual focus: advancing medical innovation and making a real difference in patients’ lives. Every product we develop, every solution we deliver, has the potential to change someone’s story and help people achieve their dream of parenthood. That’s incredibly powerful.
Staying driven in a global leadership role requires balancing a demanding schedule with personal values. I credit my family for keeping me grounded; their support is my anchor. My commitment to a balanced and healthy lifestyle, including my active participation in the F45 High-Intensity Team Challenge, helps me maintain the energy and focus needed for my responsibilities.
Integrating Technology and Empathy
In a field as sensitive as fertility, the challenge lies in integrating cutting-edge technology without losing the patient focus. We can’t just innovate for innovation’s sake. We need to ask, ‘How does this improve the patient journey and the patient outcome? How does it support clinics in delivering better care for their patients?’
At CooperSurgical, we have introduced solutions and services that simplify complex processes, such as electronic witnessing systems and advanced genomic testing. But the real triumph lies in ensuring these innovations are accessible and empowering for patients and clinics alike.
Empowering Women Professionals
As a woman in a leadership role, I am deeply committed to fostering an environment where women can thrive. I have championed initiatives that promote mentorship, career development, and a culture of inclusivity. I believe that diverse voices drive innovation.
Empowerment is about creating opportunities and removing barriers. It’s about recognizing potential and investing in people, providing them with the tools to succeed.
My advice to young women aspiring to lead in healthcare is to believe in your vision and don’t be afraid to take risks. Seek mentors, build your network, and never stop learning. Most importantly, measure your success by the people you uplift, and don’t forget to celebrate the small wins along the way. Overcoming Challenges
My career has not been without its hurdles. Navigating a transition from a regional role to a global leadership position in a traditionally male-dominated industry came with unique challenges. These experiences, however, provided invaluable opportunities to break barriers, challenge biases, and pave the way for greater inclusivity.
Leadership is not just about making tough decisions in difficult times. It’s also about transparency, empathy, and ensuring that those decisions align with the organization’s values and long-term vision. As COO at Fakih IVF, I contributed to a significant industry acquisition and gained hands-on experience in board-level operations, preparing me for my current leadership responsibilities at CooperSurgical.
Board Memberships and Industry Contributions
Beyond my executive role at CooperSurgical, I serve as a board member for MECOMED and AVL Skincare, where I leverage my expertise to drive strategic initiatives and foster industry growth. My involvement underscores my dedication to advancing healthcare and related sectors through collaboration and innovation.
Defining Success and The Future of Fertility
Looking ahead, I see a future shaped by more personalized treatment, increased accessibility, and the integration of AI in clinical decision-making. The next frontier is making fertility solutions available to more people, irrespective of geography or socioeconomic status.
For me, success is about impact. It’s not just about hitting numbers or launching products. It’s about leaving a legacy of innovation, compassion, and empowerment. It’s about the lives we touch and the futures we help create.
As I continue to lead CooperSurgical’s fertility services with vision and heart, I am committed to excellence and inspiration to change fertility care for generations to come.
The Story of Andrea Penzo and the Timeless Allure of Hotel Heureka
As General Manager of Hotel Heureka, Andrea’s journey reflects a deep connection with the city he calls home, and a lifelong devotion to crafting unforgettable guest experiences. In this exclusive cover story, Business Elevatus explores the path that shaped his career, the values that define his leadership, and his forward-looking vision for hospitality in a fast-changing world.
A Venetian Beginning: Where Passion Meets Purpose
Andrea’s story begins with a love for the Grand Hotels and historic palaces of Venice—architectural masterpieces that seemed to whisper tales of glamour and refinement. It was this fascination that drew him into the world of hospitality at a young age. While still in high school, he began working as a waiter for catering companies at large events held in the city’s spectacular venues. Those early experiences would prove formative.
“What inspired me the most were the Grand Hotels and historic palaces—I have always been fascinated by Venice's Grand Hotels, and I was fortunate to start working in them at a young age.”
Andrea pursued his academic path in tourism studies in Vienna, where he honed his knowledge and developed a global perspective on the industry. His professional career officially began at the illustrious Hotel Des Bains, a property that had long been under the iconic CIGA Hotels, a prestigious luxury hotel group encompassing some of the most iconic Italian Grand Hotels, was founded in the early 20th century with the involvement of the visionary Count Volpi di Misurata, and was later acquired by Prince Karim Aga Khan in the late 20th century.
“Much of the management still upheld the professionalism and legacy of CIGA Hotels, and this was a great inspiration and mentoring for my future professional journey in the hospitality industry.”
Building Heureka: A Boutique Dream Come True
In 2017, Andrea took on a new challenge—to launch Hotel Heureka on the international stage as a boutique hotel that stood apart from conventional luxury accommodations. His appointment as General Manager came with an enormous responsibility, but also with remarkable trust from the ownership. Andrea and his team embraced a bold and strategic decision: to forego traditional OTA (Online Travel Agency) platforms, positioning the hotel as an exclusive, niche product catering to high-end clientele.
“The biggest challenge at the beginning was launching this new boutique hotel on the international market, embracing the bold decision to forgo OTA platforms in order to remain a truly niche and exclusive product.”
This move was unconventional but successful. Working alongside Director of Sales Paolo Cazzin, Andrea helped craft a revenue and occupancy strategy that allowed Hotel Heureka to gradually establish its identity in a competitive market while attracting discerning travelers from around the world.
“Together with our Director of Sales, Paolo Cazzin, we were able to develop an effective strategy.”
A Home, Not Just a Hotel
The unique charm of Hotel Heureka lies not just in its opulence, but in the warmth and intimacy it offers. Housed in a 16th-century Venetian palazzo, the hotel is a rare find—an elegant, historic setting that feels like a private home.
“What truly sets Hotel Heureka apart is the experience of staying in a hotel that feels like being a guest in a private home—specifically, a stunning 16th-century Venetian palazzo.”
This authenticity is complemented by the personalized service provided by Andrea and his dedicated team. Guests are not just customers; they are welcomed like family, with thoughtful gestures and an intuitive understanding of their desires.
“Beyond the beauty of its historic setting, it is the dedicated service of our team that creates a genuine connection with guests, anticipating their needs and providing a highly personalized experience.”
Evolving with the Times: Embracing Innovation
Hospitality is undergoing rapid transformation, and Andrea has been at the forefront of this evolution. Since 2017, digitalization has reshaped the guest experience, and today, artificial intelligence is beginning to influence operations and service delivery in unprecedented ways.
“Like many other industries, the hospitality sector has become even more digital. Now, we are approaching the new wave of artificial intelligence, which in the coming years will increasingly shape our industry and operations.”
However, Andrea is steadfast in his belief that no matter how advanced technology becomes, it must never overshadow the essence of hospitality: the human connection.
“Our true strength has always been—and will continue to be—the human connection, personalized service, and the ability to welcome guests with empathy, striving to meet and exceed their expectations.”
Trends Shaping the Future of Hospitality
As Andrea looks ahead, he identifies several key trends that will shape the industry in 2025 and beyond.
- Digitalization & AI Integration
Technology will continue to automate processes and streamline services, but it must be balanced with personal interaction. - Wellness & Medical Tourism
Travelers are increasingly seeking destinations that promote health and well-being, whether through spa retreats or access to elite medical care. Andrea is especially excited about a new initiative by Hotel Heureka’s ownership: Atomos Kliniken in Austria, a project that blends medical excellence with five-star hospitality.
“Our ownership is developing exciting projects in Austria with Atomos Kliniken, where the service excellence and attention to detail of hospitality are being integrated into the world of medicine and private clinics.”
- Sustainable Travel to Lesser-Known Destinations
In response to overtourism, high-end travelers are seeking out lesser-known destinations. For Italy, this presents a major opportunity.
“Clients, operators, and travel agents will seek out and recommend less crowded yet equally beautiful and culturally rich destinations for more authentic experiences.”
However, Andrea emphasizes that investment in infrastructure is critical if these destinations are to accommodate luxury travelers without sacrificing quality or sustainability.
Tech-Savvy, Emotionally Grounded
Hotel Heureka strikes a delicate balance between innovation and emotional resonance. Andrea and his team have introduced interactive online maps, event calendars, and other tech-driven tools to enhance guest convenience. At the same time, they encourage guests to disconnect and immerse themselves in the slow beauty of Venice.
“Our guests seek an experience that allows them to disconnect, at least during their stay in Venice. They want to immerse themselves in the city's history in a more personal and unhurried way—one that is rich in emotions and authenticity.”
Weathering Storms: Resilience in the Face of Crisis
No success story is without its trials. For Andrea, two of the most defining challenges came in close succession: the acqua alta (floods) of 2019 and the COVID-19 pandemic. Both events shook the hospitality industry to its core. Yet, with steadfast leadership and the unwavering support of Heureka’s ownership, Andrea helped steer the hotel back on course.
“One of the biggest challenges we faced was recovering and rebuilding trust after the acqua alta of 2019 and the pandemic of 2020.”
His perspective on leadership is dynamic and future-focused.
“The greatest challenge is always the next one... What worked yesterday may quickly become obsolete. To stay competitive, we must always be proactive, adaptable, and, whenever possible, anticipate future trends.”
The Five-Year Vision: Expansion and Events
Looking to the horizon, Andrea envisions a new chapter for Hotel Heureka. He aims to further solidify its place among the best boutique hotels in Italy, while expanding into Asia, Australia, and South America.
He is also positioning the hotel as a premier event venue for both private and corporate clients, offering 360-degree event management services—a move that will elevate the brand while offering immersive experiences tailored to each occasion.
“We aim to develop even further as a premier venue for exclusive private and corporate events, offering a 360-degree event management and planning service to create truly unforgettable experiences.”
A Message to Aspiring Leaders
For the next generation of hospitality professionals, Andrea offers wisdom rooted in humility and hands-on knowledge:
“Be curious and stay constantly updated. Always place people at the center—both guests and team members—because they are the heart of this industry.”
He also encourages aspiring leaders to understand every aspect of hotel operations—not just from behind a desk, but from the frontlines of service.
“Make an effort to experience firsthand all the operational aspects of a hotel and tourism business. Truly understanding these dynamics is essential for success in hospitality.”
Legacy in a Sentence
Asked to define his legacy in a single sentence, Andrea replies with characteristic clarity:
“Especially in Tourism and Luxury Hotels, service isn't just a job, but a passion. You must genuinely enjoy serving and supporting people, whether they are guests or team members. Hospitality is about creating meaningful experiences through care, attention, and dedication.”
“As a leader you need to aim to leave behind a legacy of warmth, service excellence, and empowered teams.”
In a city that has inspired poets and painters for centuries, Andrea Penzo is setting a new standard in hospitality—one that blends timeless elegance with forward-thinking innovation, and always, always puts people at the center. Through his leadership at Hotel Heureka, he is not only honoring the soul of Venice, but shaping the future of boutique luxury itself.
